**Career Area:** Technology, Digital and Data **Job Description:** **Your Work Shapes the World at Caterpillar Inc.** When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. **Job Summary:** Identify training and developmental needs and drive suitable training initiatives that deliver on our brand promise. Responsible for the development of effective training process, curriculum, knowledge articles that deliver a world-class customer experience. Will lead training efforts for our Cat Digital Support Center Operation and will partner with 3rd party contact centers in leading new program startups and ongoing operations. Will ensure a seamless handoff of all training and quality to our 3rd party suppliers and will work to develop regular reviews of all curriculum materials. **What You Will Do:** + Develop training materials, knowledge articles, and course content. + Identify training needs, provide guidance and expertise, and overall training strategy. + Supports Caterpillar’s Contact Center training lead and will liaison with 3rd party training resources to ensure compliance with Caterpillar training standards. + Must deploy a wide variety of training methods. + Deploy an effective Customer Experience foundation training internally as well as through all 3rd party supplier operations globally. + Resolve any specific problems and tailor training programs as necessary. + Maintain a keen understanding of training trends, developments and best practices. + Work with internal departments and SMEs as required to build training materials. + Support hands-on and classroom training related to product support, technical troubleshooting and customer relationship management actives. + Participate in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned training activities. + Ensures that all training materials, aids, knowledge articles are kept up to date and reviewed periodically. + Will guide and instruct training staff at 3rd party to create consistency of content in training sessions. + Regularly participate in Quality Assurance efforts to assist in the development of quality initiatives. + Identify and implement opportunities to streamline processes and enhance user interfaces and the customer experience. + Develop, implement, and regularly review of post training staff survey to gauge effectiveness of training; quickly develop solutions to address gaps. + Understand all Contact Center KPIs and work to identify and implement continuous process improvements to improve customer experience and process efficiencies. + Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time. + Candidate must be highly accountable and be willing to flex as the needs of the business change. This position also requires strong interpersonal and communication skills with the willingness to work in a fast-paced, customer focused work environment. Position is in frequent contact with internal business partners, various Caterpillar departments, new product teams and must assist, support, and coordinate projects with them. Travel up to 25% of the time may be required. Requires travel, sometimes global, to facilitate training of front-line contact center agents or 3rd party training leads. **What You Will Have:** **Effective Communications:** Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. **Problem Solving:** Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. **Customer Support Policies,** Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions. **Software Product Technical Knowledge:** Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products. **Software Release Management:** Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools. **Software Reliability Management:** Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability. **Performance Measurement and Tuning:** Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication. **Technical Troubleshooting:** Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. **Considerations For Top Candidates:** + The position requires a college or university degree or equivalent experience in progressive training assignments involving classroom instruction, design, development, and delivery of training courses and material OR equivalent working experience. + Strong communication and organization skills. Must possess superior human relation skills and excellent verbal and written communication skills. Contact center experience is required. Demonstrated knowledge of adult learning techniques and best practices in training delivery. + 2+ years combined experience working within a contact center environment, developing training curriculum for frontline agents or as a Training lead + Knowledge of Microsoft Word, PowerPoint, and Excel + Contact Center Operations, Client Services/Account Management experience + Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed + Experience working with Contact center tools such as Salesforce **What You Will Get:** Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us. **Additional Information:** Flexible hybrid work environment \#LI-Hybrid \#BI **About Caterpillar** Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act. **Summary Pay Range:** $95,640.00 - $155,400.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. **Benefits:** Annual incentive bonus plan* Medical, dental, and vision coverage Paid time off plan (Vacation, Holiday, Volunteer, Etc.) 401k savings plan Health savings account (HSA) Flexible spending accounts (FSAs) Disability benefits Life Insurance Parental leave Healthy Lifestyle Programs Employee Assistance Programs Voluntary Benefits and Employee Discounts Tuition Reimbursement Career Development _*Subject to annual eligibility and incentive plan guidelines_ . Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers. **Posting Dates:** January 28, 2025 - February 4, 2025 Any offer of employment is conditioned upon the successful completion of a drug screen. EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply. Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .